A SEMINAR ON

“BASIC CONCEPT OF QUALITY”

Prepared By :- MR.PAWADE RAMESHWAR

M.Pharm (QAT) II-SEM

Guided by :- Prof S.A.NIRMAL

Pravara Rural College of Pharmacy,

Pravaranagar.

1

Quality Defined: Quality Is Also Defined As Excellence In The Product

Or Service That Fulfills

The Expectations Of The Customer.

1. External Customer Include Ultimate Users And Also Intermediate

Processors As Well As Retailers.

For Eg. Government Regulatory Bodies Share Holes Investor.

2. Internal Customer Include Other Divisions Of A Company That Are

Provided With Information And Also Departments Supply Product To

Each Other.

Reduces costs

Increases dependability

Increases customer retention

Increases profit

Internal Benefits External Benefits

Customer gets correct

product or service

Correct specifications

Customer retention

These external and internal customers are

some times called stake holders.

There are three categories can be identified:

Goods: for eg. Automobiles, reagent chemicals

Software: for eg. Computer Programme, Report

Services: For eg. Banking, Insurance.

IMPORTANCE OF QUALITY

Lower costs (less labor, rework, scrap)

Motivated employees

Market Share

Reputation

1. Time & Timeliness Customer waiting time, completed on time

2. Completeness Customer gets all they asked for

3. Consistency Same level of service for all customers

4. Accessibility & Convenience Ease of obtaining service

5. Accuracy Performed right every time

DIMENSIONS OF QUALITY SERVICE

COST OF QUALITY

Quality affects all aspects of the organization

Quality has dramatic cost implications of:

Quality control costs

Prevention costs

control

Quality failure costs

Internal failure costs

External failure costs

6

COST OF QUALITY

Cost of good Quality Cost of poor Quality

• Prevention

• Planning

• Design

• Process

• Training

• Information•control

•Inspection

•Testing

•Equipment

•Operator

• Internal failure

• Scrap

• Rework

• Process failure

•Downtime

•Price reduction• External failure

• Complaints

• Returns

•Lost sales

?

QUALITY MANAGEMENT

is a systematic set of operating procedures which is

company wide, documented, implemented and

maintained while ensuring the growth of business in a

consistent manner.

Quality Management

Quality PlanningQuality

AssuranceQuality Control

BASIC PRINCIPLES

Scope Company Wide

Scale Everyone is responsible for Quality

Philosophy Prevention not Detection

Standard Right First Time

Control Cost of Quality

RELATIONSHIP: QUALITY PRODUCTIVITY, COST,

CYCLE TIME AND VALUE.

1. Quality And Productivity: Productivity is the ratio of output divided by the resources used. the resources include labor, raw material and capital.

2. Quality and cost: The Quality of Design increases cost typically increases.

3. Quality And Cycle Time: the manufacturing and service sector, the cycle time to complete the activity require for customer is now a key parameter.

4. Quality and value: value is quality divided by price.

QUALITY DISCIPLINES AND OTHER DISCIPLINES.

Quality disciplines is the term used to denote

the body of quality related knowledge.

Knowledge for discipline has become useful.

QUALITY: THE CHANGING BUSINESS

CONDITIONS

Competitions

The customer focused organization.

Higher level of customer expectation.

Performance improvement.

Change in organization forms.

Change in work force.

Information revolution.

Role of quality department.

REFERENCE

Quality planning and analysis, Fifth edition,

J.M. Juran and F.M. Gryna, Publisher Tata

mc- graw hill.

Juran’s Quality Handbook, Fifth edition, J.M.

Juran and F.M. Gryna, Publisher Tata mc-

graw hill.

THANK YOU….